Customer Support Manager

Job Description:

HPE Operations is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation. Our teams collaborate to transform insight into innovation. In today’s fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities. Deploy the right technology to respond quickly to market possibilities. Join us and redefine what’s next for you.

What you’ll do:

The Customer Support Manager (CSM) is a Complete Care delivery account assigned resource responsible for delivering proactive services, focusing on moving the customer from event-driven to experience-driven service.

Responsibilities:

Customer Support Plan (Develop/Maintain)
The CSM assists the ASM to create an account support plan (ASP). The
ASP is a living document that will assist the account team in delivering the
Proactive Services the customer has purchased and includes
recommendations and expectations from both parties to be successful.

Support Planning and Review

CSM will collaborate with the ASM to prepare and deliver for the regular
Support Planning and Reviews. The Account Support Plan provides a
framework and template for having a value-based discussion with the
customer.

Support Activity Reviews (Quarterly, Annually or Variable)
The CSM drives the Technical Review with the customer. This includes a
detailed review of all the Support Services Solutions Proactive related
activities. Support incident data is analyzed to help identify trends and action
plans to reduce risk and recurrence.
Operational Profile Management
The CSM will collaborate with the ASM to create a technical operational
profile of the assigned customer environment to understand the customer
technical operation and overall business focus, including but not limited to
reducing support incidents and defects. This information can also assist with
enhancement implementation and patch analysis.
Support the ASM with proactive deliverables
The CSM is responsible for the delivery of predefined proactive deliverables
at a schedule agreed with the ASM and customer and as defined in the
Account Support Plan. The CSM will co-operate with the back-office
according to the SDG’s definitions of the services.
What you need to bring:

Knowledge and Skills:

Product and Solutions
• Simple Components: Operating Systems, Networking, Servers, Storage
• Complex Solutions: Cloud, Virtualization
• Product Bundles/Reference Architectures
• Product Solutions Appliances, “Systems” (i.e., CS7000, NFV, Apollo 8000)

Portfolio Knowledge
• Datacenter Care
• Proactive Care
• Flexible Capacity
• Lifecycle event services
• Datacenter Care building blocks
• TS Support Credits

Account Management
• Business Acumen
• Effective interactions
• Planning and organizing
• Tools and process

Professional Skills
• Customer-centric mind set Essentials (CCM1)
• Understanding MC/DC and Proactive Customers (CCM2)
• Influencing MC/DC and Proactive Customers (CCM3) – Optional
• Service management – ITIL Foundation.

Accountability,
Accountability, Active Learning, Active Listening, Bias, Business Growth, Change Management, Client Expectations Management, Coaching, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Centric Solutions, Customer Experience (CX), Customer Feedback, Customer Lifetime Value, Customer Relationship Management (CRM), Design Thinking, Empathy, Follow-Through, Growth Mindset, Infrastructure as a Service (IaaS), Intellectual Curiosity, Long Term Planning

Additional Skills:
Accountability, Accountability, Active Learning, Active Listening, Bias, Business Growth, Change Management, Client Expectations Management, Coaching, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Centric Solutions, Customer Experience (CX), Customer Feedback, Customer Lifetime Value, Customer Relationship Management (CRM), Design Thinking, Empathy, Follow-Through, Growth Mindset, Infrastructure as a Service (IaaS), Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 5 more}